Refunds / Broken Promises

Fibre was out for weeks. After it came back up, I asked for a refund during the downtime. It been two months now, without any progress. My service provider says that Vumatel has not done anything about this, and that they now need to re-submit a case for all the users that are requesting a refund. A quarter of a year will go by before this is targeted to be closed. I have called numerous times, and no one can direct me to any management to action this item, even though its monies owed.